Freshdesk Reviews

I mainly use Freshdesk as a support system for our customers.

I am using, for the most part, the tickets, the solutions, and the forums in Freshdesk. These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them. They are very effective overall.

My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.

For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.

Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.

With the existing capabilities in Freshdesk, they assist in manual assistance by streamlining communication and providing essential tools for support.

I have used the self-service portal for customers, and it has significantly helped in managing customer queries and reducing the workload.

The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.

The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is responsible for responding to these customer inquiries, and automated responses help in establishing communication. Tickets are created and assigned to agents using a FIFO logic.

Freshdesk provides a plain vanilla solution, making it user-friendly and less complex. It offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports. The tool allows automation through the use of keywords, which helps in routing queries efficiently or closing them automatically without agent intervention.

I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio satisfactory. As we expand operations to other countries, Freshdesk continues to meet our needs without excessive costs.

Freshdesk's multi-channel support has positively impacted our internal IT customer engagement. While email is the primary channel, users can also submit requests through the portal, though it is rarely used for ticket updates. The system allows us to track and assess channel performance efficiently.

We are using the free version. We are using it for the ticketing system, which helps us give support to our customers. We have almost 200 people using Freshdesk during our working hours.

Whenever our customers are in any need of support, they present their request via email or sign in to the Freshdesk portal and raise a ticket. Once a ticket is raised, it is automatically assigned to our team member, who sorts it out with the relevant solutions. 

It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.

It has a user-friendly interface and manages tickets very well. It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base. If we want, we an upload our knowledge base. The canned responses feature is great for reducing response time.

We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.

Freshdesk allows our customers easy and simple way to consume the documentation as well as manage all tickets